1. Customer Satisfaction

P.I.C. Maintenance measures and monitors customer satisfaction through the following:

• Feedback from facility manager

• Customer satisfaction surveys

• Tenant employee comments

2. Quality Improvement

To assure continuous quality improvement, P.I.C. Maintenance conducts meetings on an ongoing basis with all of the people responsible for maintaining a clean, quality facility. Communication is critical in order to understand any work related cleaning or housekeeping issue that may exist. Team Leaders maintain an "issues log" to assure that action is taken on the items that were discussed.

An inspection process consists of the following:

• Property checklist customized to specific facility

• Facility walk through. Evaluation, grading and scoring.

• Weekly score.

• Housekeeping / Janitorial Team meetings

• Issue reviews

• Action plans

3. Special systems, tools and/or equipment

P.I.C. Maintenance maintains an extensive inventory of equipment and materials to perform practically any housekeeping and janitorial task. Should any new technology, solutions or materials emerge, P.I.C. will thoroughly evaluate them and make the appropriate usage recommendations to the client.

4. P.I.C. Maintenance Area Managers conduct unannounced facility walkthroughs to assure that cleanliness quality levels are adhered to.